ppAmplifon is an Italian multinational company and theglobal leader in hearing care solutions and services, recognized for its retail expertise, customization and consumer care. More than20,000 professionalsin a network of9,500 points of saleare present in26 countries worldwide, empowering people to rediscover all the emotions of sound every day. In our journey towards empowering people, Amplifon has been awardedGlobal Top Employer Company by Top Employers Institute in 2026, becoming the only company in the hearing care sector to obtain this international recognition for its people management and workplace practices. We are seeking an experienced Customer Care Manager with a strong track record of leading and transforming customer care teams and processes within multinational retail environments. The role is responsible for driving both the strategic and operational performance of the Customer Care function, enhancing the customer experience through an omnichannel approach, and ensuring service excellence through KPI and NPS management. /ph3Key Responsibilities /h3ulliLead the transformation and optimization of customer care processes, driving efficiency, innovation, and service excellence. /liliDevelop and implement an omnichannel customer care strategy, ensuring a seamless customer experience across all touchpoints. /liliMonitor and improve key KPIs, including NPS, response times, resolution rates, and customer satisfaction, using data to drive continuous improvement. /liliChampion customer-centric initiatives and leverage technology (CRM, automation, AI/chatbots) to enhance service quality and operational efficiency. /liliPartner closely with retail stores and cross-functional teams (Marketing, Sales, IT, etc.) to improve customer experience and ensure alignment across the business. /liliLead, coach, and develop the Customer Care team, fostering a high-performance,



customer-focused culture. /liliManage departmental resources and budget to support business priorities. /li /ulh3Requirements /h3ulliMinimum of 5-7 years of experience in customer service management, preferably in the retail sector. /liliStrong team management skills, with experience leading cross-functional and international teams. Ability to think strategically with a pragmatic, results-oriented approach. /liliExperience in managing multi-channel interactions, with the ability to integrate and optimize various touchpoints. /liliStrong focus on customer satisfaction and the ability to manage long-term relationships. /liliAbility to analyze and interpret data to make strategic and tactical decisions. /liliExcellent communication and negotiation skills, both with customers and within the team and internal partners. /liliFluency in both Spanish and English, with excellent communication skills and the ability to influence stakeholders at all levels of the organization. /liliExperience working directly in stores or managing retail operations. /li /ulh3What we offer /h3ulliAs well as a competitive salary we offer: /liliHybrid model: up to 9 remote workdays/month, adaptable hours, summer intensive schedule short Fridays. /liliStructured onboarding with workshops, store visit networking events with other new joiners just like you! /liliContinuous learning through our e-learning platform and career development paths. /liliBirthday off – because special days matter. /liliAccess to coaching or psychological support. /liliFlexible benefits and extra budgetapart from your salary to use as you please (health insurance, ticket restaurant, learning, transport etc). /liliExclusive discounts on GAES products for you and your family, as well as special offers from partner companies. /liliA diverse, inclusive, and global culture where DEIB is part of everything we do. /li /ul /p #J-18808-Ljbffr

📌 Customer Care Manager (Barcelona)
🏢 GAES
📍 Barcelona